How can we improve the service level of the hotel?

Hotel software quality is the service level and the core content of hotel service quality. Good and satisfactory service can make up for the lack of hotel hardware quality to some extent. The service level of the hotel mainly includes the personal image and quality of the service personnel, the service skills and skills of the service personnel, the service efficiency and adaptability of the service personnel, the lack of hotel service items and the environmental sanitation of the hotel. These factors together constitute the quality of hotel software.

The personal image and quality of hotel service personnel directly affect the mood of customers, and then directly affect the service quality of the hotel. The personal image of service personnel includes gfd, good manners and service attitude. Whether the hotel service personnel dress neatly, make up properly, standardize the service language, behave generously and always keep smiling and enthusiastic in the service process directly affects the customer's evaluation of the hotel service quality. Different departments of the hotel have different requirements for service skills and service skills of service personnel, but the service level provided by service personnel in any department must meet the service quality standards stipulated by the hotel. The lack of hotel service items is also an important symbol of service level, which is the main factor for customers and relevant departments to evaluate hotel service level. The more services, the higher the grade and grade of the hotel.

Due to the comprehensive composition of hotel service quality, the evaluation of hotel service quality has always been a difficult problem for people. For a long time, people think it is difficult to measure the quality of products according to people's activities. After a lot of investigation and study, people found that service quality, especially software quality, is not only the subjective feeling of consumers, but also the objective existence. The basis of this view is that people as consumers have certain * * *. Subjective evaluation of products naturally contains some basic standards with * * * *. There are five basic variables that affect consumers' perceived quality. They are:

(1) Perceptibility. As far as the tangible parts of hotel products are concerned, such as various service facilities, environmental atmosphere, gfd of service personnel, etc., they are all perceptible. Service is essentially a non-material activity process, and customers usually make corresponding understanding and evaluation of service quality with the help of tangible parts of service products. For this reason, hotel operators strive for luxury in hotel buildings, service facilities and other hardware, thus giving guests a sense of beauty. However, because hotel products are mainly intangible services, if we only pursue formal beauty and ignore the organic combination of hardware and software, customers' evaluation of hotel service quality will still not be very high.

(2) Reliability. Refers to the probability that the hotel will fulfill all kinds of promises made to the guests in advance in the process of serving the guests. Reliability requires the hotel to operate in strict accordance with the service regulations, reduce the possibility of mistakes, and ensure that the consumer rights and interests of guests are not damaged. Reliability is an important criterion for evaluating hotel service quality, and hotels with outstanding business performance attach great importance to this point.

(3) reactivity. Refers to the hotel's response speed to the needs of guests, and its measurement standard is the hotel's service efficiency. Research shows that customers are very sensitive to service efficiency, especially in today's society which regards time as wealth and life. Low service efficiency has a great impact on the competitiveness of hotels, which may lead to the loss of the original tourist market.

(4) Emotional. Refers to the hotel's concern and respect for its guests. In addition to meeting basic physiological needs such as food and shelter, guests' spiritual pursuit of enjoyment and respect can not be ignored. Therefore, the friendly attitude and meticulous care of the service staff have met the needs of the guests to the maximum extent. Hotel operators have always advocated the emotional color of service, and providing personalized service has become the goal of more and more hotels.

(5) controllability. Refers to the confidence of guests in personal and property safety after staying in the hotel. It is found that customers tend to consume in a controlled environment, and if customers find themselves out of control of the service process, they will feel uncomfortable. It should be pointed out that the service quality ratio is not directly equal to the customer's subjective perceived quality, but also related to the customer's quality expectation of service products. The expected quality is influenced by personal preference, consumption experience and service price. The so-called service quality is actually the result of comparing the quality perception and quality expectation of the guests themselves.